Hau pledges to build on award-winning services

By Mo Yan-chih / Staff reporter

Wed, Nov 06, 2013 - Page 3

Taipei Mayor Hau Lung-bin (郝龍斌) yesterday promised to continue improving the city’s administrative efficiency and service after Taipei Citizen Hotline 1999 and the city’s household registration offices won top awards for excellent service.

The awards were presented by the Chinese-language Global Vision Magazine in its annual review of the services in public and private sectors.

The magazine asked 20 “secret customers” to review the service of 283 private companies and government bodies between April 1 and Sept. 10.

The hotline, launched in 2005, won the top award in the “1999 citizen hotline services” category, beating out those from other cities.

The city’s household registration offices topped those offered by other local governments.

Taipei’s hotline offers fast and top-quality service in addressing all kinds of issues from residents, with an implementation rate of more than 90 percent, Hau said.

“Hotline staff take more than 7,000 calls every day, and we severely punish those who fail to address residents’ concerns,” he said.

It has also addressed issues outside the city’s remit, such as complaints about exhibitions at National Palace Museum, he said.

The call center was modeled on New York City’s “311” hotline, and is staffed by 117 operators. The city’s hotline was integrated with similar services in New Taipei City (新北市) and Keelung, so that people in those areas can access government information quickly.

Department of Civil Affairs Commissioner Huang Lu Ching-ju (黃呂錦茹) said Taipei’s household registration offices are known for their efficiency and service, and his department would instruct the offices to continue to provide the best service possible to residents.